Accessing the Application

Users of varying roles, licenses, and permissions can access different consoles in the application. The application provides a console-selection page to facilitate the different types of users attempting to access their side of the application.

Different consoles that are available in the application include:

  1. Advisor Desktop: The Advisor Desktop is a service console and is designed specifically for use by customer service agents to handle service interactions and tasks. The Advisor Desktop now includes the Social Console. With this integration, users can manage their social posts, replies, and analytics within the Advisor Desktop. This console can be accessed on the latest versions of Chrome, Firefox, and Microsoft Edge.

  2. AI Agent: The Agentic Studio serves as a central hub for creating, managing, and optimizing AI Agents for Customers, Contact Centers, and Enterprise. Designed to enhance customer interactions, it enables users to configure generative AI-powered Virtual Assistants (VA), ensuring accurate and efficient responses. By leveraging advanced AI models and structured knowledge sources, AI Agents can resolve customer queries seamlessly while maintaining a natural conversational flow.

  3. Admin Console: The Administration Console is the primary console for configuring the application to suit the needs of a business. Settings, languages, macros, queues, workflows, and many other features of the console can be configured here. Some features that directly affect supervisors, social media managers, and knowledge authors and managers can also be configured here. This console can be accessed on Chrome, Firefox, and both versions of Microsoft Edge.

  4. Knowledge Console: The Knowledge Console is used to create, share, and publish the knowledge base. The Knowledge Base is a department's common repository of predefined content for use during interactions with customers. Once created, content in the Knowledge Console can be shared with other users and published at many locations, enabling consistent and effective "knowledge-powered" customer experiences through chat, email, phone, in-person, and social media. This console can be accessed on Internet Explorer, Chrome, Firefox and Edge.

  5. Prompts: The Prompts Console is a management console that enables users to create and manage prompts and configure Virtual Assistants (VA). With the AI Console, administrators can set boundaries for how generative AI is used within an enterprise. It also includes administration to create, configure, train, test, and optimize bots. While some Virtual Assistant components are configured in the Knowledge Console, the Prompts Console enables users to create and train Virtual Assistants (VA). 

  6. Offers Console: The Offers Console is a management console that enables offers managers to: create web pages, create offers, create templates, assign offers to web pages, activate offers, view usage statistics for offers. This console can be accessed on Internet Explorer.

  7. Analytics Console: eGain Analytics is a powerful "measure and manage" platform that gives business users visibility and control of customer contact operations across multiple channels and touch points. This console can be accessed on Chrome, Firefox, and both versions of Microsoft Edge.